T-Mobile Usa Inc

Complaint: ***I am rejecting this response because: I was just sent a message from T-Mobile on 9-26-15 that I still have to pay for the phone that I traded in because they failed to bill me for it. Not only that I was informed that the Jump program covered more than $which is alleged I still owed on the phone. I was told by trading in the old phone the cost of the new phone would go down significantly....the value was about to from the new phone which the original cost was and the balance would be paid off by monthly installments of $15 for over a month period. After speaking to one of the representative on August I agreed to pay $19.00. To address to cooperate discount that's news to me that the application has to be update yearly. In the last eight years or so that I have been with T-Mobile last year 2014 was the first time that I received a message to provide the necessary information such as my Paystub. This information was sent to T-Mobile and I called to verify that it was received and it was confirmed that the email was received yet the discount was never applied to my phone bill. I have attached a copy of the email that was sent to T-Mobile. Also on 8/24/when I addressed the outrageous bill that I received I addressed this discount and I was informed that the said representative would get back to me within to 73 hours with an answer. However, to date I have not received a call back. In addition my phone bill shouldn't be more than $Per billing cycle. Therefore the figures given are still too high. If that's the new protocol that the cooperate discount needs to be revised once a years, T-Mobile should send reminder emails or text messages. I would like to be credited for all the past years that my discount was not applied to my account as well. Sincerely,*** ***

October 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated September 27, 2016, regarding the above-referenced accountT-Mobile regrets any JUMP! On Demand concerns Mr*** has experiencedOn September 19, 2015, Mr*** entered into a JUMP! On Demand lease by selecting the iPhone 6s Plus Space Gray 64GBCustomers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered intoT-Mobile records indicate that on September 9, 2016, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus 128GB BlackEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsAccordingly, Mr*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $On September 27, 2016, a lease buyout was completed for the iPhone 6s Plus Space Gray 64GBA customer may choose to purchase their leased device at any time during the 18-month lease termA lease buyout must be completed at a Retail Location or through Customer CareThe customer is responsible for the remaining lease payments, the purchase option price and all applicable taxesOnce paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statementPlease note that at that time a charge was created in the amount of $for the remaining lease payments and purchase option priceT-Mobile records confirm that on October 1, 2016, a device trawas processed for the iPhone 6s Plus Space Gray 64GB resulting in a credit of $being applied to Mr***’s accountOn October 3, 2016, in an effort to amicably resolve this matter, T-Mobile reinstated the above-mentioned JUMP! On Demand leaseAdditionally, T-Mobile closed out the EIP associated with the iPhone Plus 128GB BlackThe International Mobile Equipment Identifier (“IMEI”) associated with Mr***’s JUMP! On Demand lease was then updated to reflect the IMEI of the iPhone Plus 128GB BlackAs of October 3, 2016, Mr***’s account reflects and credit balance of $146.29, has one active JUMP! On Demand lease, and no EIPT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCWilliam B*** Executive Response

Complaint: ***I am rejecting this response because: I have tried to contact the phone number on the response to talk about the payment explanation but they do not answerI have left him voicemails to contact me but I have not heard back. Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI recieved my refund this morning Thank you T-mobile.
Sincerely, *** ***
*** ***

February 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated January 28, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced with her handsetOur records confirm that Ms*** purchased an LG Leon handset on August 28, 2015, via our Equipment Installment Plan (“EIP”) programIncluded with Ms***’ purchase was a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramAlternatively, Ms*** can replace her device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damagePlease be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time an exchange is processedOur records confirm that Ms*** processed a Handset Exchange Program order for her LG Leon handset on October 30, Our records do not indicate that we received the non-working handset, as such, Ms*** was charged $for the non-return fee and applicable taxes on her billing statement dated January 2, In Ms***’ correspondence, she indicated that she is experiencing issues with the LG Leon handset that she received as a replacement for her October 30, handset exchangeT-Mobile would like to assist Ms*** in troubleshooting the handset, and request that she contact me at the number below with the handset in-hand to complete troubleshooting, and to reach an amicable resolution regarding the handsetAdditionally, T-Mobile offers to allow Ms*** to return the original LG Leon, for which she was, billed the non-return fee, handset to our office attention within days of the date of this letter at: T-Mobile USA, IncAttention: Chris P***, ECR *** *** *** ** Albuquerque, NM Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $for the handset non-return fee and applicable taxesT-Mobile recommends that Ms*** return the handset via a traceable carrier and request a tracking number when shippingT-Mobile regrets any inconvenience Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

August 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 12, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** has had with the final balance on her accountWe apologize if Ms*** did not receive the world-class service we strive to provide to all of our customers and was not able to come to a resolution with our Customer Care teamOur records show that on April 27, 2015, a payment in the amount of $posted to the account; leaving a balance in the amount of $owed for services rendered from March 11, to April 10, A billing statement dated May 11, 2015, in the amount of $for services rendered from April 11, to May 10, was generatedThis billing statement was due on June 3, As T-Mobile had not received payment for the past due balance of $117.51, this billing statement reflected a total due in the amount of $It is important to note that T-Mobile has no record of Ms*** contacting T-Mobile to cancel her service in May As such, the account continued to be billed monthly access charges, applicable taxes and feesAs the account remained active Ms*** was assessed monthly statements dated June 11, and July 11, totaling $On July 23, 2015, the account was canceled at Ms*** requestAt that time a payment in the amount of $posted to the accountA final billing statement dated August 11, was generated which contained a $charge which was a late feePlease note that this billing statement reflected a total due in the amount of $247.05; of which $was past dueAlthough it is T-Mobile position that the charges are valid, in an effort to resolve the matter, on August 20, 2015, T-Mobile applied a credit to the account in the amount of $247.05, leaving the account closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionIf Ms*** would like to advantage of the resolution T-Mobile has provided for this matter, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCCesar R*** Executive Response

October 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”)
is in receipt of your correspondence dated October 6, 2016, regarding the above-referenced accountWe are pleased to report that Mr***’s concerns have been addressed and resolved to his satisfactionT-Mobile regrets any inconvenience that Mr*** has experienced regarding his billing and Mobile Device Unlock (“MDU”) concernsT-Mobile records indicate that on November 9, 2015, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdge handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsAccordingly, Mr*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $add to his monthly billing statementIt is important to note that should service be cancelled prior to the terms of the EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statementT-Mobile records confirm that Mr*** cancelled his account on June 10, 2016, when he ported his mobile number to an alternate service providerPlease note that Mr***’s billing cycle ran from the 9th of one month to the 8th of the followingPursuant to T-Mobile policy, customers who canceled their service mid-cycle may be charged through the end of their current billing cycleAccordingly, Mr*** was charged through July 8, Additionally, as the terms of Mr***’s EIP had not been met, the remaining installment plan balance accelerated and became due in full on the final billing statementT-Mobile records confirm that Mr***’s final billing statement dated July 8, 2016, carried a total balance due of $Please be advised that Mr*** was assessed $in accelerated EIP charges and the remaining $was for monthly access charges and applicable taxes and fees for service prior to July 9, It should be noted that Mr*** remitted his final payment to T-Mobile on July 27, Please be assured that Mr*** was not assessed a contractual Early Termination FeePlease be advised that MDU codes and approvals for MDU Application requests are provided to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on September and 28, 2016, Mr***’s MDU requests were approved for permanent unlock via T-Mobile’s MDU applicationOn October 13, 2016, T-Mobile contacted Mr*** regarding his MDU concerns and advised that his Samsung Galaxy SEdge device had been previously approved for unlocking using T-Mobile’s MDU applicationPlease note that T-Mobile provided Mr*** guidance in connecting the device to an open network to attempt unlocking the device using the MDU applicationIt should be noted that later on October 13, 2016, Mr*** reported back to T-Mobile that the Samsung Galaxy SEdge device was successfully unlockedAlthough it remains T-Mobile’s position that Mr*** was not assessed an Early Termination Fee nor is he due a refund, on October 14, 2016, in an effort to amicably resolve his concerns, T-Mobile offered to provide Mr*** a one-time refund in the amount of $via prepaid debit cardPlease be advised that Mr*** accepted this as a resolution to his concernsT-Mobile asks that Mr*** allow seven to ten business days to receive his prepaid debit card via U.SMail to his address on filePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr*** ‘s contact with our Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCJason A*** Executive Response

October 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated October 22, 2015, regarding the above-referenced accountT-Mobile regrets any coverage concerns Mr*** has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availabilityT-Mobile records reflect that Mr*** purchased a Samsung Galaxy Shandset on March 28, By purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageAt the time of Mr*** visit to the T-Mobile store, records do not indicate the device having physical damage to the LCDAs such, any fees incurred for the damage is validIn an effort to amicably resolve Mr*** concerns, T-Mobile has placed a handset exchange for the non-working deviceAs such, T-Mobile will waive any out of warranty fees associated as a one-time courtesyAdditionally, by Mr*** request T-Mobile has removed the JUMP! feature and allowed Mr*** to keep general insurance for $monthlyT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCTy R*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
On A side note, today Tmobile rolled out its update to my device, in hopes this would resolve some of my issues until the new handset arrived I "attempted"to update my Note somewhere during the update it failed and now has left my phone stuck in Odin mode and unusableI was not sure if I should just send it back that wayOther than this issue there is no damage to the phone what so ever
Thank you

June 12,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 22, 2017, regarding the above-referenced account
T-Mobile strives to provide all our customers with a world class experience and we regret if Ms*** was provided with any misinformationT-Mobile appreciates the feedback Ms*** has provided as it allows us to take the necessary steps to improve future customer experiences
T-Mobile records confirm that Ms*** is receiving credits making her mobile numbers ending in *** and free of chargeThis is due to the promotion Friends and Family offer as previously statedIt is important to note that out T-Mobile customers are able to receive up to two lines for free on the T-Mobile accountT-Mobile does not have an option to make Ms***’s third mobile number ending in also free of charge
We also reviewed Ms***’s billing statements from October through December and we found that Ms*** never received her mobile number ending in for freeOn Ms***’s billing statement dated December 24, 2016, she started to receive her Friends and Family offer monthly promotional creditsWe regret any confusion
T-Mobile records confirm that on November 22, 2015, Ms*** activated her mobile number ending in Ms*** is being charged $for the additional line on her T-Mobile ONE rate plan and includes unlimited talk, text, and 4G speed dataMs*** receives a $automatic credit making it $per month for being subscribed to our AutoPay serviceOn Ms***’s billing statement dated May 26, 2017, she will also find a Kickback adjustment of $for her mobile number ending in for using less than 2GB of data in her billing periodMs*** may find her credits on page number three through six on her billing statement
However, on June 8, 2017, T-Mobile was able to discuss Ms***’s concerns with her and she decided to keep her T-Mobile account, rate plan, lines, and discountsT-Mobile assured Ms*** that we will provide the feedback and we regret any inconvenience to her regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

I'll like to inform you, that my issues where resolved yesterday at 3pm Febuary 22, after speaking to T-Mobile manager in the refund department, thank you

Hello if I understand correctly the email is saying that I have a zero balance and they are waiting for a final billPlease let me know when everything is final with a final email for my record thank you for your response and investigation of the account.Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

July 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 24, 2017, regarding the above-referenced account number. T-Mobile regrets any inconvenience to Mr*** regarding the September Affordable Smartphone on offer and appreciates the opportunity to respond to his concernsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care In an effort to provide our customers with an exciting new handset at an amazing price from September 7, 2016, to September 13, 2016, all new and existing customers were able to purchase either the Samsung Galaxy Onhandset or LG Khandset during our September Affordable Smartphone on Us offer. Please note that the device would become free via monthly Equipment Installment Plan (“EIP”) bill creditsPlease note that the Samsung Onhandsets and the LG Khandsets were free if customers had a 6GB or higher data plan. T-Mobile records indicate that on September 10, 2016, Mr*** qualified for and took advantage of our EIP offering with the purchase of three Samsung Galaxy OnhandsetsMr*** was not required to make a down payment; however, he agreed to a series of monthly installments in the amount of $for each handset Please be advised that there are multiple requirements that must be met in order to qualify for the promotion. Upon review of Mr***’s account T-Mobile found that he did meet all of the requirements needed for the promotion On June 28, 2017, T-Mobile absolved Mr*** of the remaining balance of the aforementioned Samsung OnhandsetsT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-ext*** Very truly yours, T-MOBILE USA, INC Melyssa G*** Executive Response

April 4,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated March 24, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr*** in regards to his experience with getting his handset exchanged
T-Mobile records show that on December 6, Mr*** purchased an Apple iPhone Plus 16GB handsetPlease be advised that by purchasing T-Mobile equipment, Mr*** receives a one-year Limited Warranty provided by the manufacturer of his deviceUpon review of Mr***’s account this warranty has been extended as he subscribes to the optional JUMP!
During the warranty period, Mr*** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageIt is important to note that the replacement device provided under the Handset Exchange Program will always be a like new device
Please be advised that on March 19, 2017, T-Mobile placed an exchange for Mr***’s Apple iPhone Plus 16GB handsetOur records confirm that on March 20, 217, Mr*** picked up his exchanged handset at the storeMr*** contacted Customer Care with issues for the replacement handset and on March 23, another exchange was placed and received by Mr*** on March 24,
In order to amicably resolve the matter, on March 28, 2017, T-Mobile contacted Mr*** and exchanged his Apple iPhone Plus 16GB handset for a new iPhone Plus 32GB handset at no additional cost to himHe accepted this as resolution to all his concerns
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jimmie P***
Executive Response

Complaint: ***
I am rejecting this response because: I went through over reps just on the companies page alone which doesn't include the numerous people over the phones, I decided to go out and purchase a device at the TMobile storeAfter getting home and getting the phone set up, I discover the new device is missing features I use frequently for safety purposes such as voice-to-text messages for when I'm driving and can't look down at the phoneNot only that but the flash light on the phone came on and would not go off even when powering the phone down completelyI had to figure out how to open the back in order to take the battery outThe phone kept getting hotter and hotter from the light being stuck in the ON position for so longFinally getting the back off I took the battery out and it went offThe salesman at the store told me if I return the phone that I will have to pay $for him to set it back on the shelfI can not see how paying over $for a device that it will cost me $to return it to the storeThis is not a very professional way to treat your loyal customersBeing lied to so many times and then purchasing a defective phone from your store, all the disappointment and shock you put me through has me thinking about searching for a better company to do business with.
Sincerely,
*** ***

December 6,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 29, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr*** concerns to his satisfaction
We regret to hear that Mr*** had any concerns with processing a Mobile Device Unlock request. T-Mobile is committed to providing our customers with clear information about how to unlock their mobile phones, tablets, and mobile internet devices for use across different mobile carriers. Mobile Device Unlock codes are available to customers who meet our eligibility requirements. A review of Mr***’s request confirms that on October 30, 2016, we received a request for a Mobile Device Unlock code for the device with International Mobile Equipment Identifier (“IMEI”) ending 0873. However, the device was not eligible for a Mobile Device Unlock as Mr*** was not a T-Mobile customer and had not purchased the device from T-Mobile
Nonetheless, Mr*** provided T-Mobile with his proof of exchange from the manufacture as well as his original proof of purchaseAs such, T-Mobile worked with LG in completing the Mobile Device Unlock and emailed Mr*** the instructions to unlock his device using the Mobile Device Unlock applicationPlease note that on December 6, 2016, T-Mobile contacted Mr*** and presented this offer as resolution to their concerns which he has accepted and considers this matter resolved to his satisfaction
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

Hello, I would like to close this complaint as "RESOLVED", I would like to thank the Revdex.com for their assistance as well as thank Tmobile for showing great efforts to resolve this matte**Good day to all** ***

January 7,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: ***
***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 24, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Mr***’s satisfaction
T-Mobile regrets that Mr*** had concerns with the out-of-warranty fee. T-Mobile records show that Mr*** purchased a Google Nexus 4G handset on May 19, for use with his mobile number ending in ***. By purchasing T-Mobile equipment, our customers receive a one-year limited warranty provided by the manufacturer of their deviceDuring the limited warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage
If the limited warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account.
T-Mobile records show that Mr***’s mobile number ending in *** subscribed to the optional Premium Handset Protection (“PHP”) by Assurant for $per month. Customers that subscribe to PHP receive an extended warranty beyond the equipment manufacturer’s limited one year warranty and in the event that a handset becomes lost, stolen or accidently damaged, customers may contact Assurant directly to file a claim. In order for Assurant to process a claim, customers are required to pay a deductible directly to Assurant. The amount of a deductible is determined by the model handset that is insured. The deductible for Mr***’s Google Nexus 4G handset would have been $150.00. Please be advised that prior to T-Mobile filling a handset exchange for a customer, they are asked if the handset has sustained any physical or liquid damage and if a customer indicates that the handset has been damaged, customers are advised that they are not eligible to participate in our handset exchange program and if they subscribe to PHP, they are advised to contact Assurant to file a claim
T-Mobile records from November 22, show that Mr*** contacted Customer Care to request a replacement handset for the Google Nexus 4G handset due to LCD issues. Our records show that Mr*** advised us that the handset was free of any physical or liquid damage; therefore, we processed his handset exchange request. T-Mobile records show that Mr*** was properly informed that if the handset is returned with physical or liquid damage that a non-refundable out-of-warranty fee would be charged to the account
With regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr*** the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. When a customer is charged an out-of-warranty fee, our National Return Center (“NRC”) takes a picture of the damage and it’s available to our customers to view. A picture of Mr***’s damaged handset may be viewed online at http://tmousimages.azurewebsites.net/; with the order number ***. The image shows that Mr***’s Google Nexus 4G handset has damage in two places on the LCD screen and it’s our position that the out-of-warranty fee was validly assessed
However; in an effort to amicably resolve this matter and as a gesture of goodwill, on December 28, 2015, T-Mobile issued a credit in the amount of $to Mr***’s account for the out-of-warranty fee and associated taxes.
Mr***’s account was cancelled on December 27, when his mobile numbers were transferred to another service provider. At this time, Mr***’s account reflects a credit balance in the amount of $236.43, which is his final balance. T-Mobile spoke with Ms*** on December 30, and he informed us that he was going to port his numbers back to T-Mobile since this matter was resolved. At this time, Mr***’s account remains cancelled and reflects a final credit balance in the amount of $236.43. If Mr***’s account remains cancelled, he may contact us at 800-937-to request a refund for the credit balance after January 27, 2016. We hope that Mr*** decides to reactive his account and we will be happy to assist him should he decide to resume his services. T-Mobile appreciates Mr***’s business and we regret any inconvenience regarding this matter
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ally Y***
Executive Response

March 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA
Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 28, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Mr***’ satisfaction T-Mobile regrets that Ms*** had concerns with the non-return fee and with the account balance. On September 20, 2016, replacement equipment was ordered for Ms***’ non-working equipment, and it was shipped to her on September 23, 2016. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment. As such; Ms*** was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Ms*** at the time the exchange was processed Ms*** indicates that on January 21, 2016, we received the non-working equipment when she turned it into a retail location. Please be advised that T-Mobile records do not indicate that the handset was returned. Even if the handset were returned on January 21, 2017, this was after the allotted seven days; it is our position that the non-return fee remains valid. As a gesture of goodwill, T-Mobile applied a credit to the account in the amount of $for the non-return fee and the applicable taxes. As of March 9, 2017, Ms***’ revised balance is $and payment is due by March 11, 2017. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

July 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 21, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr*** on July 13, 2015, and he confirmed that his concerns have been resolved to his satisfactionThe issue with www.T-Mobile.com has been resolved and we successfully registered Mr*** online accountAs previously advised, on July 1, 2015, as a courtesy to Mr***, we applied a $credit to his account to bring his outstanding balance to zeroT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at *** *** *** Very truly yours, T-MOBILE USA, INCBrian W*** Executive Response